Problem

Amazon's customer service reps were spending too much time resolving seller issues due to a lack of visibility into their actions and tools used during the process. This led to longer resolution times and increased frustration for both sellers and reps.

To address this issue, our team was tasked with developing a feature that would track every tool and action used by customer service reps while solving seller issues.

Learn more about our solution here.

Solution

We developed a new feature that tracks every tool and action used by Amazon's customer service reps while resolving seller issues. This feature provides complete visibility into the entire process, allowing sellers to see what steps were taken to resolve their issue and how long it took.

The feature also includes an automated feedback system that allows sellers to rate the quality of service they received from the rep. This feedback is then used to improve future interactions between sellers and reps.

Impact

Reduced resolution times by X%
Increased seller satisfaction by X%
"This feature has completely transformed the way we handle seller issues. It has improved transparency, reduced resolution times, and increased overall satisfaction for both our customers and reps."

Team

Team Member #1 - Software Engineer
- Oversaw development of the feature
- Implemented automated feedback system
Team Member #2 - UX Designer
- Designed user interface for feature
- Conducted user testing and research to improve usability

Amazon Rep Tool Tracking Improves Seller Support